Reservation Agent

3 days ago

Vancouver, Canada Rosewood Hotel Group Full time

**OVERVIEW/BASIC FUNCTION**:
Working in conjunction with Revenue Manager, Front Office, Sales and Catering to ensure the Reservations Department provides efficient, organized and service-oriented experiences to both external and internal guests. Provide prompt, courteous and efficient handling of all requests for guest room and hotel related services; create reservations, modify existing reservations, cancel reservations, enter group rooming lists.

**RESPONSIBILITIES**:

- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Maintain a thorough working knowledge of all hotels proprietary systems, and reservations systems and interfaces.
- Maintain complete knowledge of:

- All hotel facilities/services, and hours of operation.
- All guest room layouts, bed types, decor, amenities, locations and views.
- Room availability and restrictions for any given day.
- Restricted dates, rates and room types.
- All room rates, packages and promotions.
- Specific arrangements between hotel and travel agencies, corporate entities, OTA’s & Central Reservations.
- Entertainment/special events scheduled in the hotel.
- Answer telephone calls within three rings, using correct salutations and telephone etiquette.
- Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
- Set up proper billing accounts (i.e., room/tax, tax exempt, direct/special billing) and process advance deposits.
- Input correct information into proper fields to inform other departments of pertinent information (i.e., traces, comments, guest messages).
- Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
- Set up group room blocks and rooming list in the system. Book group reservations against the room block.
- Monitor group cut-off dates and review with Sales or group contact.
- Review group resumes and convey all pertinent information in the system to appropriate personnel.
- Compile and maintain information for daily/weekly/monthly reports.

**QUALIFICATIONS**:

- Experience: Minimum one year’s experience as a Reservations agent, preferably for a luxury hotel.
- Education: High school diploma.
- Technical Skills: Working knowledge of Opera PMS, ability to input and retrieve information from the hotel reservation system
- Language: Proficient in oral and written English, with fluency in another language(s) preferred.
- Physical Requirements: Must be able to exert physical effort in transporting 15 pounds, endure various physical movements throughout the work areas, reach up and down, enter data and keyboard while remaining stationary at times throughout work periods, and effectively communicate with guests and co-workers and ensure their understanding.
- Licenses & Certifications: None required.

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